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Quantifying and Shaping Customer Experiences will be Key to Revenue Growth
12-May-2016
North America
Strategic Forecasting
9A37-00-28-00-00
TE03594-NA-SF_18532
This Stratecast report analyzes today’s brave new world of broadband services, and highlights five areas where CSPs need to be focusing mindshare and resources in order to differentiate themselves from their rapidly-expanding pool of large, well-funded competitors.
Engage at key moments on the customer journey
2. Correlate customer experiences with Net Promoter Scores
- Closing the CX-NPS Gap
- Case Study Snapshots
3. Collect consumer data—and put it to (visibly) good use
4. Actively listen to and engage with customers on social media
5. Build customer loyalty through enhanced loyalty programs
- Context is Critical
- Case Study Snapshot
List of Figures
- 1. US CSP Broadband Services Growth is on the Decline
- 2. Service(s) Used for Streaming Video Over the Internet
- 3. Overview of CX-NPS Correlation
- 4. Benefits Consumers Say Make Them More Likely to Approve of Data Collection
- 5. Customer Loyalty Program Must-haves
List of Charts
- 1. Moments in the Customer Journey
- 2. CSPs Should Be Highly Dissatisfied with Their Customer Satisfaction Rankings
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| Deliverable Type | Strategic Forecasting |
|---|---|
| No Index | No |
| Podcast | No |
| Table of Contents | | Executive Summary~ | Introduction~ | It Is Now a Wide-open Broadband World~ | Elements of Stratecast’s Five-part CSP Survival & Growth Guide~ || Engage at key moments on the customer journey~ || 2. Correlate customer experiences with Net Promoter Scores~ ||| Closing the CX-NPS Gap~ ||| Case Study Snapshots~ || 3. Collect consumer data—and put it to (visibly) good use~ || 4. Actively listen to and engage with customers on social media~ || 5. Build customer loyalty through enhanced loyalty programs~ ||| Context is Critical~ ||| Case Study Snapshot~ | The Last Word~ |
| List of Charts and Figures | 1. US CSP Broadband Services Growth is on the Decline~ 2. Service(s) Used for Streaming Video Over the Internet~ 3. Overview of CX-NPS Correlation~ 4. Benefits Consumers Say Make Them More Likely to Approve of Data Collection~ 5. Customer Loyalty Program Must-haves~| 1. Moments in the Customer Journey~ 2. CSPs Should Be Highly Dissatisfied with Their Customer Satisfaction Rankings~ |
| Author | Jeff Cotrupe |
| Industries | Telecom |
| WIP Number | 9A37-00-28-00-00 |
| Is Prebook | No |
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